EGB Casino - Igračevo povlačenje je odbijeno i status naloga je resetovan.

Approved $278 cashout denied 68 minutes after I reported a payout deadline breach. Verification reset despite written confirmation.

All times below are taken from EGB's own emails and ticket system (tickets NV-54732 and OH-58315). I have the complete email thread with full server headers (DKIM-signed), plus screenshots.

1. I deposited with cryptocurrency and requested withdrawal #879325 ($286.00) to the same crypto wallet I deposited from. It was denied and my account was suspended for payments pending a "security audit".

2. May 21: EGB requested KYC (ID, selfie with a handwritten note, proof of address). May 23: I sent all documents. The same day they additionally requested a screenshot of my crypto wallet confirming ownership. May 24: I sent it.

3. May 25, 23:57: EGB support confirmed in writing that "the verification has been successfully completed. We are pleased to inform that your account is active now for payments."

4. May 26: cryptocurrency disappeared from my cashout list. EGB confirmed in writing that methods not in the list are "temporarily unavailable due to technical works and will not be added even after a minimal deposit", with no time estimate, and told me to use one of the available systems. Following their instruction, I requested cashout #890311 for $278.00 via PayPal P2P the same day.

5. May 27, 10:07: official email stating "Cashout of $278.00 has been approved by our finance department." No additional verification was requested for this payment method, not before the approval and not after it.

6. EGB's terms state a maximum of 7 business days for payout processing. I deliberately waited longer. On June 9 at 15:32, after 9 business days, I reported the breach in ticket OH-58315.

7. June 9, 19:14: support replied that "your request has been sent to Finance department. Please, wait for the transfer."

8. June 9, 20:22 (68 minutes later): I received the official notification that cashout #890311 was denied. Reason: "Account verification required." My account status was reset to Unverified.

9. June 10, 16:31: EGB started a new "security audit", now demanding a screenshot of my PayPal account (with full name, account number and URL visible) and a PDF statement of ALL my PayPal transactions for the last 6 months.

10. My withdrawal history in the account dashboard now shows only one record (#890311, Denied). The denied crypto withdrawal #879325 is no longer displayed, although its number, amount and status are recorded in my May 21 message in EGB's own ticket system, and EGB's request for my crypto wallet screenshot confirms it existed.

My account was verified and confirmed in writing on May 25. My cashout was approved in writing on May 27. The "verification required" reason appeared only 13 days after the approval, and 68 minutes after I caught EGB breaching their own payout deadline. If PayPal as a method required separate verification, it should have been requested before approving the payment, not after the deadline was breached.

I request the payment of my approved $278.00. I am ready to provide the full DKIM-signed email thread and all screenshots to the mediator.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EGB Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Have you made any deposits to the casino using the PayPal account in question?
• Have you provided the transaction list that the casino requested? Was it accepted?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them in order to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for reviewing my complaint. Please find my answers below.

1. Yes, my account is accessible and I can log in. However, my withdrawal is denied and my account verification status has been reset to Unverified.

2. No. My deposit was made via cryptocurrency. I used PayPal for the withdrawal only because EGB removed cryptocurrency from my available withdrawal methods after my verification was completed, citing technical works. This was confirmed in their email dated May 26. I followed their own instruction to use one of the available systems.

3. No, I have not provided the 6-month PayPal transaction statement requested on June 10. I consider this request illegitimate for the following reason: EGB's finance department approved my cashout of $278.00 on May 27 without requesting any PayPal-related verification. The verification requirement appeared for the first time on June 9 at 20:22, which was 68 minutes after I reported that EGB had breached their own 7-business-day payout deadline. If PayPal required separate verification, it should have been requested before the cashout was approved, not 13 days later.

4. No. My balance consists entirely of my own deposited funds.

5. I am sending the complete email correspondence (including DKIM-signed headers) to tomas@casino.guru.

Best regards,

Alexei (Username: aLoner)

Thanks for the explanation.

Please note that online casinos have the right to verify every payment method used in the casino. We are not in a position to ask them to skip this requirement.

Could you please share the communication regarding the verification of your PayPal account?

Please let me know whether you intend to provide the documents that the casino requested earlier.

Looking forward to your reply.

Hello Tomas,

I have sent the requested PayPal verification documents directly to EGB today: a screenshot of my PayPal account profile and a 6-month transaction statement.

I am attaching a screenshot of my current EGB cashier page showing PayPal as an available withdrawal method. I am documenting this for the following reason: the last time I completed a full verification at EGB's request (May 25), the cryptocurrency withdrawal option was subsequently removed from my cashier, with the explanation that it was "temporarily unavailable due to technical works." Those technical works have apparently continued for over a month with no resolution. I am concerned the same pattern will repeat with PayPal.

I also want to keep on record that EGB's own payout deadline of 7 business days was breached before the verification request even appeared. The cashout was approved on May 27 and denied on June 9, which is 9 business days later. This timeline is documented in the full email correspondence I sent to your email.

I will update this thread once EGB responds.

Best regards,

Alexei (Username: aLoner)

Thanks for the confirmation.

• Has the casino accepted your documents and processed your payout since your last post?

Please let me know any news.

Hello Tomas,

No. The casino has not responded and the payout has not been processed.

On June 26 at 12:16, I sent the requested documents directly to EGB by replying to their support email thread (ticket NV-54732): a screenshot of my PayPal account and a 6-month transaction statement. As of today, I have received no response from the casino confirming receipt, acceptance, or any further action.

I am attaching a screenshot of my sent email dated June 26 showing the two attachments delivered to EGB. Please let me know if you need the original email forwarded directly to your address or any additional documentation.

Best regards,

Alexei (Username: aLoner)

Dear aLoner,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear aLoner,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

Thank you for the detailed information and documentation you have already provided. I have reviewed the complaint and understand the circumstances surrounding your withdrawal and the subsequent verification process. If there have been any new developments since your last update, please let me know.

As part of our standard procedure, I am also inviting a representative from EGB Casino to join this discussion. I should mention that we have had several complaints recently where the casino has not responded. Nevertheless, I will do my best to contact them through all available communication channels, and I hope they will decide to participate in resolving this case.

Dear EGB Casino,

I would like to invite you to join this complaint and provide your detailed position regarding the player's case. In particular, please clarify the reasons for the withdrawal cancellation, the renewed verification request after the withdrawal had already been approved, and the current status of the player's account and withdrawal request.

Thank you for your cooperation. I look forward to your response.

Hello.

Verification has been completed and withdrawal is open.

Hello everyone,

thank you for your prompt response, EGB Casino. I appreciate you joining the complaint so quickly.

Dear aLoner,

according to the casino, your verification has now been completed and withdrawals are available again.

Could you please confirm whether this is correct from your side? If so, have you already submitted a new withdrawal request? Please keep me updated on its status and let me know once the funds have been successfully received.

I will await your confirmation before proceeding further.

Thank you both for your cooperation.

Hello Samuel,

I confirm that my account is now verified and PayPal is available as a withdrawal method.

I have submitted a new withdrawal request today, July 15: #897125, $278.00 via PayPal P2P. The request status is currently "Accepted" and it has been sent for approval. Screenshot attached.

For the record: EGB's terms state a maximum of 7 business days for payout processing. My previous approved withdrawal (#890311) was denied on business day 9, shortly after I reported the delay. I will update this thread as soon as the funds arrive, or if the deadline is breached again.

Thank you for your assistance.

Best regards,

Alexei (Username: aLoner)

Hello everyone,

Dear aLoner,

thank you for confirming that your account has now been verified and that you have submitted a new withdrawal request.

I'm glad to see that the situation appears to be moving in the right direction. Please let me know once the funds have reached your PayPal account. If everything goes through successfully, we should be able to resolve this complaint.

Thank you both for your cooperation.

Hello Samuel,

Update as promised. The deadline has now passed and the funds have not arrived.

Timeline of this second attempt:

- July 15, 06:25: I submitted withdrawal #897125 for $278.00 via PayPal P2P.

- July 15, 07:03: EGB's finance department approved it in writing (same as before).

- July 24: EGB's stated maximum of 7 business days for payout processing expired.

- July 25 (today): no funds have been credited to my PayPal account. The request still shows "In progress". I have received no communication from EGB.

This is now the second time the exact same pattern has occurred: the cashout is approved in writing, then held past EGB's own 7-business-day limit without payment. The first time (#890311), the approved withdrawal was ultimately denied. This time it has simply stalled past the deadline again, now under your supervision.

EGB stated in this thread that verification was complete and withdrawals were open. I completed the additional PayPal verification they requested. Despite that, the same delay has repeated.

I would ask the casino to either credit the $278.00 to my PayPal immediately or explain, specifically, why an approved payment has again exceeded their own maximum processing time.

Best regards,

Alexei (Username: aLoner)

Hello everyone,

thank you for the update.

Dear aLoner,

thank you for providing the detailed timeline and for keeping us informed throughout the process. I understand your concern, especially considering that the current withdrawal has now exceeded the casino's stated processing timeframe.

Dear EGB Casino,

could you please provide an update regarding withdrawal request #897125?

The player states that the withdrawal was approved on July 15 but remains marked as "In progress" despite the expiration of the stated maximum processing period of 7 business days.

Could you please explain the reason for this delay and confirm whether the payment is currently being processed? If there are any outstanding issues preventing the withdrawal from being completed, please clarify what they are and provide the player with an estimated timeframe for resolution.

Thank you both for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

Unfortunately, we have no control over a user's withdrawal through P2P systems. P2P payment systems are direct P2P money transfers between people, without the need for intermediaries or banks. It's possible the user is using an unpopular system or is withdrawal amounts that aren't of interest to other users.

Hello Samuel,

I would simply ask you to record the following sequence, all of which is documented in the timestamped email export sent to Tomas.

I deposited in cryptocurrency. My first withdrawal (#879325) was requested to the same crypto wallet. EGB then required full verification for it, including this: "Please, send us a screenshot from your crypto wallet T***82zu confirming the owner of this wallet." I provided everything, including the wallet screenshot, on May 24.

On May 25 EGB confirmed my verification in writing. On May 26, one day later, cryptocurrency disappeared from my cashout list. Their explanation: "it is temporally unavailable due to the technical works and will not be added even after a minimal deposit from it. Unfortunately, we have no an estimate time of these works yet." Two months later it has not returned.

From the player's side, this is not distinguishable from a designed process. You deposit in crypto. You request a withdrawal in crypto. You pass every verification step they ask for, including proof of ownership of the wallet. And at the exact moment that verification is complete, that method is removed from your cashier for technical works with no end date, leaving only methods for which the casino can say what it has just said in this thread: that payouts are outside its control and not its responsibility.

Best regards,

Alexei (Username: aLoner)

Hello everyone,

thank you for the clarification, EGB Casino.

However, I must admit that I am still not entirely sure what your explanation regarding the P2P withdrawal means in practical terms.

Could you please clarify what is currently preventing withdrawal #897125 from being completed and whether there is anything the player needs to do from their side?

If the P2P withdrawal depends on another user accepting the transfer and there is no reasonable timeframe within which this can be completed, could you also please clarify whether the withdrawal can instead be cancelled and the funds returned to the player's casino balance, so that another available withdrawal method can be used?

The player has already completed the requested verification and submitted the withdrawal successfully, so I would appreciate a clear explanation of the available options from this point.

Thank you for your cooperation and clarification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear aLoner,

Unfortunately, EGB Casino has not provided any further response to our latest request or clarified the situation regarding your pending withdrawal, despite the additional 7-day period we provided.

As we have not received the casino's cooperation, I am unable to obtain any further information or take the investigation any further from our side. I will therefore now close this complaint as Unresolved.

Since EGB Casino operates under a Gaming Curaçao (GC) licence, you can also consider submitting a complaint directly to the relevant licensing authority. You can find more information about the licence here:

https://casino.guru/licensing-authorities/curacao-license-4

You can also find our guide explaining how to submit a complaint to a gambling regulator here:

https://casino.guru/guide/submitting-complaints-to-regulators

I recommend including all relevant information and evidence, including the withdrawal details, your correspondence with the casino, and any verification documents or screenshots that may be relevant.

I am sorry that we were unable to resolve the matter due to the casino's lack of cooperation. I hope that the licensing authority will be able to assist you further and that you will eventually receive your funds.

The unresolved outcome may also negatively affect the casino's Safety Index rating, which can put additional pressure on the casino to address the complaint. If the casino decides to cooperate or provides a meaningful response later, the complaint can potentially be reopened.

Best regards,

Samuel

Casino Guru